This article provides information on what may be causing issues when playing video
Proxy users
Users of proxies may also wish to refer to this article: Failed to fetch error when playing media
An error message is displayed when the video player loads
Issue description
- Google Chrome or Microsoft Edge display the message "Failed to fetch" (see reason 1)
- Safari displays the message "[object XMLHttpRequestProgressEvent]" (see reason 1) or "The operation couldn’t be completed. (kCFErrorDomainCFNetwork error 303.)" (see reason 2) or "The media could not be loaded, either because the server or network failed or because the format is not supported." (see reason 3)
- Firefox displays the message "NetworkError when attempting to fetch resource" (see reason 1) or "The media could not be loaded, either because the server or network failed or because the format is not supported." (see reason 3)
Possible reasons
- Your web browser was unable to request a license to play DRM protected content from https://lic.drmtoday.com
- Your web browser was unable to request a token to request a license to play DRM protected content from https://media.digitaltheatreplus.com
- Your web browser was unable to fetch video files from https://d10eeigq6mvk6z.cloudfront.net
Recommended solution
Ensure that requests to domains used for video playback are not blocked or denied. You may need to speak to your IT or Network team.
A full list of domains used by Digital Theatre+ is available in the article: What domains do I need to permit
A loading spinner is displayed and the video does not play
Issue description
- Google Chrome or Microsoft Edge after pressing play, a loading spinner is displayed and the video does not play.
Possible reasons
- Your web browser was unable to fetch video files from https://d10eeigq6mvk6z.cloudfront.net
Recommended solution
Ensure that requests to domains used for video playback are not blocked or denied. You may need to speak to your IT or Network team.
A full list of domains used by Digital Theatre+ is available in the article: What domains do I need to permit